This unit applies to agricultural or horticultural merchandise or department managers who have responsibility for customer service delivery by others.

ELEMENT

PERFORMANCE CRITERIA

1. Contribute to quality customer standards

1.1. Customer service standards are accessed, interpreted, applied and monitored in the workplace in accordance with enterprise policies and procedures.

1.2. Contributions are made to the development, refinement and improvement of service policies, standards and processes.

2. Implement customer service systems

2.1. All personnel are encouraged to consistently implement customer service systems.

2.2. Customer feedback is reviewed in consultation with appropriate personnel and is analysed when improving work practices.

2.3. Customer service complaints are identified and adjustments made to ensure continued service quality.

2.4. Adjustments are communicated to all those involved in service delivery within appropriate time frames.

2.5. Delivery of services/products is coordinated and managed to ensure they effectively and efficiently meet agreed quality standards.

3. Manage networks to ensure customer needs are addressed

3.1. Effective regular communication is established with customers.

3.2. Relevant networks are established, maintained and expanded to ensure appropriate referral of customers to products/services from within and outside the organization.

3.3. Procedures are put in place to ensure that decisions about targeting of customer services are based on up-to-date information about the customer and the products/services available.

3.4. Procedures are put in place to ensure that referrals are based on the matching of the assessment of customer needs and availability of products/services.

3.5. Records of customer interaction are maintained in accordance with organisational procedures.

Required skills

interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds

clear, legible writing

language skills which allow for adequate communication with customer and all relevant personnel

literacy skills to the level required to read and write procedures and reports

numeracy skills to the level required to develop and implement customer service procedures.

Required knowledge

legislative and regulatory requirements may include but are not limited to: Consumer Law, Environmental Law, Occupational Health and Safety (OHS), Privacy Legislation, Codes of Conducts, Discrimination/Equal Employment Opportunity, Harassment and other laws specific to local government, State and Federal legislation

the organisation's business structure, products and services

customer service systems/procedures including the continuous quality improvement framework, together with some knowledge of the customer population and how the system applies to delivering customer service to that customer population

the principles of customer service

the principles of effective communication in relation to listening, questioning and non-verbal communication

the individual's role in delivering customer service

techniques for dealing with customers with special needs

techniques for building relationships of trust and mutually acceptable outcomes

related organisations, agencies and networks

the principles and operations of networks.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:

access and apply customer service policies and procedures

respond to customer feedback and complaints

develop and use networks to source goods and services

provide value for the customer in sourcing and supplying goods and services

maintain records of customer feedback and interactions.

Context of and specific resources for assessment

Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.

The range statement relates to the unit of competency as a whole.

Internal and external customers may include:

customers with routine or special requests

regular and new customers

people from a range of social, cultural or ethnic backgrounds

people with varying physical and mental abilities.

Relevant networks may include:

agricultural or horticultural manufacturers and suppliers

industry associations

internal and external customers

government agencies and departments

specific interest or support groups

advisory committees

lobby groups

research bodies.

Unit sector

Merchandising and sales

This unit contains employability skills.